ِA well known Electronics manufacturing company in Amman is seeking a highly motivated and experienced After-Sales Service Manager to lead thier dedicated service team and drive exceptional customer satisfaction. This permanent, onsite position in Amman, Jordan, offers a significant opportunity to shape and elevate thier after-sales operations, ensuring seamless service delivery and robust customer relationships within the consumer electronics sector.

Key Responsibilities

Oversee and manage the daily operations of the service centre, ensuring efficient workflow and resource allocation.
Lead, mentor, and evaluate a team of up to 6 service technicians, fostering a high-performance and collaborative environment.
Proactively manage and resolve customer complaints and escalated service cases with professionalism and empathy, consistently prioritizing customer satisfaction.
Act as the primary liaison with international manufacturers and suppliers, effectively communicating technical issues, managing warranty claims, and ensuring timely product support.
Administer and track Return Merchandise Authorization (RMA) requests for spare parts and defective products, ensuring swift processing.
Monitor all warranty repairs, guaranteeing compliance with company and supplier policies and ensuring the timely and effective servicing of TVs, electronic appliances, and related products.
Develop and implement strategies to establish and monitor key performance indicators (KPIs) such as repair turnaround time, first-time fix rate, customer satisfaction, and warranty costs.
Analyze recurring product failures and provide actionable feedback to management and manufacturers to drive product improvement and reduce service load.
Manage spare parts inventory levels, coordinating ordering requirements with suppliers to optimize stock availability and minimize costs.
Prepare comprehensive performance reports on service centre operations, technician productivity, warranty claims, and customer feedback for senior management.

Required Qualifications

A Bachelor of Business Administration or an Associate of Applied Business degree.
A minimum of 10 years of progressive experience in after-sales service or a related field within the consumer electronics industry.
At least 3-5 years of direct experience managing a service centre.
Demonstrated expertise in Product Knowledge, particularly within consumer electronics.
Proven proficiency in Customer Relationship Management (CRM) systems and practices.
Strong understanding and experience in Warranty Management, including claims processing and policy adherence.
Hands-on experience with Repair and Installation processes for electronic devices.
Solid skills in Service Reporting and data analysis.
Exceptional Communication Skills, both written and verbal.
A demonstrated ability to show Empathy towards customers.
Excellent Time Management and organizational skills.
Proficient in Conflict Resolution techniques.
Keen Attention to Detail in all aspects of service delivery.
Experience in electronic devices maintenance.
Proven team management and leadership capabilities.

Preferred Qualifications

Certified Customer Service Professional (CCSP) certification.
Fluency in both English and Arabic languages.

What We Offer

Competitive compensation commensurate with experience and qualifications.
A comprehensive benefits package designed to support your well-being.
The opportunity to lead and make a significant impact in a crucial role within a reputable organization.
A stable and professional work environment at Amman, Jordan location.

Accelerec Ltd.

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After-Sales Service Manager